Badge

Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate

Microsoft Dynamics 365 for Customer Service Functional Consultants build CX solutions that are fast, agile, and leverage AI to drive actionable insights that anticipate customer needs.

Required exams: Exam MB-200 and Exam MB-230

Optional prerequisite: 1 exam | See details

Skills measured

Perform discovery, planning, and analysis

Create and validate documentation

  • create high-level entity relationship diagram
  • create and document mock-ups
  • identify document data for migration and integration
  • determine out of the box (OOB) functionality
  • validate functional requirements
  • select artifacts necessary for a proof of concept (POC) of functional solution designs

Perform continuous collaboration with customer

  • identify collaboration tools
  • perform an audit
  • identify artifacts to be recorded in change logs
  • select between managed and unmanaged solutions
  • identify components for entities

Manage user experience design

Create and configure apps

  • configure settings to meet minimal capabilities
  • configure out of the box and custom items to meet minimal capabilities specified
  • create and configure dashboards
  • create and configure forms
  • create and configure charts
  • create and manage reports
  • create and configure views
  • design site map
  • export or Import Field Translation
  • configure mobile settings

Create and configure templates

  • identify available templates in Dynamics 365
  • create email templates
  • create Excel templates
  • create Word templates

Create and manage processes

  • configure a business rule
  • configure a business process flow
  • configure a workflow

Manage entities and data

Modify an existing data model

  • create new or an modify existing entity
  • create new or modify existing relationships
  • create new or modify existing fields
  • manage accounts and contacts

Import and export data

  • import data by using the import data wizard
  • export data from Dynamics 365
  • create data templates
  • choose file types to upload into system
  • identify Source Fields to Dynamics 365 Fields mapping
  • save mappings to template

Manage data

  • perform data cleanup
  • mitigate data loading risks
  • mitigate excessive database growth
  • configure bulk record deletion
  • configure duplicate detection setting

Implement security

Configure security in Office 365

  • identify Dynamics 365 security role assignments
  • add users to Security Group Administration

Configure security settings

  • manage security roles
  • manage users
  • manage teams
  • create and manage field security profiles
  • configure hierarchy security

Implement integration

Configure Outlook add-in

  • identify required client software requirements
  • identify required server software requirements
  • configure Server-Side Sync
  • develop a plan to deploy Outlook App to users
  • perform unit testing
  • identify minimum application and operation system environments

Configure email integration

  • configure email mailboxes
  • configure email protocols
  • configure email settings
  • enable server-side synchronization
  • enable Dynamics 365 App for Outlook

Integrate with Office 365

  • determine enabled Office 365 capabilities
  • design SharePoint online folder configuration architecture
  • create SharePoint sites and document locations
  • integrate OneNote, integrate OneDrive for Business
  • configure integration with the Office 365 toolset
  • validate integrity of data in SharePoint
  • integrate data by using Excel data online

Create, configure, and maintain Microsoft Flows

  • create service connections
  • configure source and target fields
  • create, validate, and execute Microsoft Flow logic
  • share flows with other users

Perform solutions deployment and testing

Manage environments

  • determine whether to use managed or unmanaged solution
  • determine subcomponents to include in solution
  • create or use a custom publisher
  • migrate from sandbox environments
  • administer environments
  • configure environments

Manage applications

  • manage applications using the Dynamics 365 Administration Center
  • manage Dynamics 365 applications using solutions

Perform system administration

  • configure connection roles
  • configure language and locales
  • configure currencies
  • configure subjects
  • configure custom help
  • configure session and inactivity timeouts
  • manage global audit settings
  • configure audit user access
  • manage audit logs
  • manage entity and field auditing
  • configure relevant search
  • configure QuickFind settings
  • configure categorized search

Perform quality assurance

  • create system, performance, unit, and regression testing scripts
  • perform performance tuning
  • perform optimization testing
  • verify network capacity and throughput by using the Dynamics 365 Diagnostics Tool
  • perform data query performance

Manage solutions

  • create solutions
  • export solutions
  • import solutions
  • distribute solutions and patches

Perform configuration

Configure Service Management settings

  • describe process of record creation and update rules
  • configure queues
  • configure holiday schedule
  • configure customer service schedule
  • configure user work hours
  • configure categories and subjects
  • configure cases
  • configure customer service security roles
  • configure goal management components
  • create routing rules
  • configure services

Configure processes

  • configure custom business process flows
  • implement business process flows from Microsoft AppSource

Create and configure customer service visualizations

  • configure customer service content pack for Power BI
  • configure customer service dashboards
  • design and create customer service charts
  • execute and analyze customer service reports

Manage cases and the knowledge base

Create and manage cases

  • manage case list
  • create and search for case records
  • convert activities to cases
  • perform case resolution
  • implement case routing rules
  • implement parent-child cases
  • merge cases
  • configure status reason transitions

Create and manage the knowledge base

  • configure entities for knowledge management
  • link an article with a case
  • use the knowledge base to resolve cases
  • create and manage knowledge base article lifecycle
  • create and manage knowledge base articles
  • search for articles

Manage queues, entitlements, and SLAs

Create and manage queues

  • differentiate queue types
  • add cases and activities to queues
  • implement case routing
  • configure entities for queues
  • configure queue email settings
  • configure record creation and update rules

Create and manage entitlements

  • define and create entitlements
  • manage entitlement templates
  • activate and deactivate entitlements
  • renew or cancel an entitlement
  • assign an entitlement to a case

Create and manage SLAs

  • determine SLA conditions
  • define and create SLAs
  • implement actions and details
  • use SLAs on-demand
  • manage cases with SLAs
  • create and manage SLA items

Configure voice of the customer

Notice of planned skills update: In October, Voice of the Customer skills and exam questions will be replaced with Forms Pro skills and questions. The exact date of that change and the associated changes to the Skills Measured will be communicated in August, 2019. Please prepare for your exam accordingly.

Create surveys

  • create a theme and upload images
  • add pages to a survey and personalize data
  • identify survey question types
  • add survey questions
  • identify respondent types
  • configure response routing
  • configure survey scoring
  • configure survey subscription options

Preview, test, and publish surveys

  • distribute survey link using email
  • embed a survey in a web page
  • clone, import, and translate surveys

Manage survey responses

  • summarize survey results
  • determine report types
  • implement workflow conditional logic for survey actions
  • create business actions based upon survey responses

Optional prerequisite

A helpful starting point for individuals just starting in technology or thinking about a career change.

Microsoft Certified Dynamics 365 Fundamentals

Prove that you understand the apps available in Microsoft Dynamics 365, deployment and release management, and the fundamentals of Dynamics 365 licensing, onboarding, and support.

Prepare for certification

Self-paced

Free
Microlearning
Interactive
In-browser access
Start learning

Instructor-led

Paid
Personalized
In-person
On-demand
Explore courses

Guide to training

All self-paced and instructor-led courses in one comprehensive guide.

Download

Exam MB-200

Exam MB-200: Microsoft Dynamics 365 Customer Engagement Core

This exam measures your ability to accomplish the following technical tasks: perform discovery, planning, and analysis; manage user experience design; manage entities and data; implement security; implement integration; and perform solutions deployment and testing. Learn more.

Schedule exam

Exam MB-230

Exam MB-230: Microsoft Dynamics 365 for Customer Service

This exam measures your ability to accomplish the following technical tasks: perform configuration; manage cases and the knowledge base; manage queues, entitlements, and SLAs; and configure voice of the customer. Learn more.

Schedule exam

*Pricing does not reflect any promotional offers or reduced pricing for Microsoft Imagine Academy program members, Microsoft Certified Trainers, and Microsoft Partner Network program members. Pricing is subject to change without notice. Pricing does not include applicable taxes. Please confirm exact pricing with the exam provider before registering to take an exam.

Additional resources

Guides to Role-based Certifications

Explore all certifications in a concise certification guide or the Role-based Certification Roadmap poster.

Training guide

Discover training resources to become a Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate.

Exam Replay

See two great offers to help boost your odds of success.